What Should a Self-Storage Call Center Be Doing?

When we first met with a large self-storage operator, they had a fully staffed call center. Much of the team’s work was helping existing tenants with payments, access and other routine questions. When they weren’t handling those inbound calls, they were making outbound payment reminders.

That fits what we see in our own data: about 70% of inbound calls come from existing tenants. When rent is due on the first, payment and billing calls fill the queue that first week.

We believe a call center should help move the business forward. You have people who know your facilities and can build relationships with customers. They should have time to work with prospective renters, follow up on opportunities and keep valuable customers. The way we organize the incoming work needs to make room for that.

Put AI in front of the routine work

We built StoragePilot’s AI Property Manager to handle those requests before a person needs to get involved. It can explain policies, help tenants pay outstanding balances and send gate codes to the contact on file, through phone or chat. It can also call or text tenants with payment reminders, taking on the outbound work that fills the gaps between inbound calls.

AI helps with new rentals too: answering a prospective renter’s questions, finding a matching unit, collecting reservation details and sending a move-in payment link. Routine support and the initial rental conversation can keep moving while your team works with customers who need more attention.

Today, that same operator uses StoragePilot to resolve about 80% of inbound calls with AI.

When someone needs a person, StoragePilot brings in the right team member with the details. A tenant stuck outside a jammed gate needs help on-site; your team can get straight to dealing with it.

Give the team time to drive business

Managers can then make a deliberate plan for the team’s time. A prospective renter comparing facilities may need someone to understand their needs and help them commit to a space. The team could also spend time generating new demand through local marketing and building relationships with nearby businesses. An important customer considering moving out may need a person who can work through the problem with them.

That is where we want a call center team’s experience to go. As the business grows, AI can take on more of the repeatable work while your people spend time on the relationships and decisions that need their judgment.

Book a demo to see StoragePilot in action. We’ll show you how it handles customer conversations and works alongside your call center team.